[Hiring] Voice Account Manager @Astound Broadband

Role Description

The Voice Account Manager, “VAM”, is responsible for ensuring a positive customer experience for new customers during the post-sales implementation of Unified Communication services. Through alignment with the assigned sales leader in the region, the VAM facilitates onboarding and customer education for assigned customers to ensure a positive customer experience.

• Serve in market to facilitate onboarding and refresher training for mid-sized customers
• Facilitates prioritization of local onboarding through coordination with Market Sales leaders
• Coordinates with Voice Implementation Manager to help guide positive customer journey through post-sales process
• Educates assigned customers on network readiness and coordinates with implementation to ensure the use of the LAN Readiness Checklist and supporting software
• Directly conducts customer onboarding both virtually via web conferencing and in-person onsite for customer deployments
• Maintains tracking of completed tasks to validate acceleration of Hosted Voice revenue in market
• Adhere to schedules, guidelines, and requirements in accordance with the organization's product rules while demonstrating the ability to manage priorities
• Coordinates with Hosted Voice Specialist to ensure effectiveness of customer onboarding materials such as: Tutorials, Presentations, Guides, and Checklists
• Serve as secondary interface with customer for post-installation configuration changes and training needs in support of assigned Hosted Voice deployments in designated market
• Completes discovery and demo for customer in coordination with assigned sales engineer on an Individual Case Basis
• Other duties as assigned

Qualifications

• High school diploma or equivalent; Bachelor's Degree preferred
• 3 years’ experience in Technical Support, Customer Onboarding or Related supporting voice service deployments
• Experience creating and maintaining customer facing onboarding and training materials
• Must have technical aptitude and ability to learn quickly to stay up to date on latest technologies
• Strong internal and external stakeholder management skills needed to leverage cross-functional departments to ensure successful onboarding experience
• Proven ability to communicate technical information to both non-technical and technical customers both verbally and in writing
• Travel up to 50%
• Clean driving record

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program
• *Benefits listed above are for regular full-time position

Company Description

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

• At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences.
• Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity.
• Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.
• We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys.
• At Astound, we believe in creating astounding possibilities for everyone, everywhere.